ftse100 social media index 2013
DESCRIPTION
In this presentation we share the main findings from The Group's FTSE100 Social Media Index 2013, provide some reflection on how social media communications developed over 2012 and document a few questions corporate communicators are asking about social media in 2013. These January 2013 findings are the latest in a research programme begun in 2009 and repeated every six months, into how FTSE100 companies use social media. We delivered this presentation at a breakfast we held with a small group of FTSE100 corporate communicators on 15 February 2013.TRANSCRIPT
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FTSE100 Social Media Index 2013
George Butler Cathal Smyth
15 February 2013
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We help organisations to connect, inform, understand and influence the people who matter to them
Delivering enhanced corporate reputation and competitive advantage
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5 year average
1995 first site
1995 2003
2007
2009
2004 2008
2003
2009
2008
2009
2011
2001 2010 2000
2010
2001
2011
2012
2012 2012
2012
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Scoring is based on a balance of qualitative and quantitative data
The FTSE100 social media index
2009 2009
2013 2013 2013
2009 2013 2009 2013
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Score = Quantitative Measure X Good Practice Weighting
Number of video views Comments enabled Uses playlists
Customised channel Integrated with rest of SM Linked to corporate site
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What’s on the menu?
1. Main findings 2. Three reasons why
social media became important in 2012
3. Questions to ask in 2013
#ftse100smi GroupFriends
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Main findings
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In 2012 social media connections with FTSE100 companies doubled
38.5m people now like, follow, +1'd or subscribe to FTSE100 companies
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5 companies with over 100k followers
Accounts attract a huge following
7 companies with over 1m fans
13 companies with over 1m views
10 companies with over 100k followers
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15,099 followers (6,773 in 2011)
Average numbers are rising fast
Adjusted to remove outliers
181,585 fans (72,850 in 2011)
37,807 followers (14,392 in 2011)
811,523 views (623,690 in 2011)
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People who read a blog on a corporate site look at 11 more pages and spend 8 minutes longer per visit than average
Gaia Insight, 2012
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Good practice Expand on key
messages Provide different
take from corporate statements
Contributors from across the business deliver authentic perspectives
Number of corporate blogs doubles over 2012
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But still only 24 FTSE companies have a corporate blog
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Over half of Britons check Facebook at least once a day
Exacttarget.com, 2012
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Big increase in followers for those that communicate regularly
Good practice Build engaging and
evolving user profile Use Facebook for
campaign communications
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Half of the FTSE100 not using the channel at all
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4 out of 5 British professionals are now on LinkedIn
LinkedIn, 2012
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Largest percentage increase in followers across the six channels
Good practice Build context – in-
depth & ongoing picture of the business through updates and recommendations
Promote job opportunities on this most corporate-focused of social networks
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Nearly all use it – but many company pages are not active
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More than 10m active users in the UK
Twitter, 2012
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The channel that’s most actively used by FTSE100 companies
Good practice Links to drive
people to content hubs – blog, web site...
Find and share information – not just your own
Monitor feedback, criticism and issues
Respond to queries – the expectation is there
Hash tags connect and promote communication themes
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The channel that’s most actively used by FTSE100 companies
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Over 4 billion hours of video are watched each month
YouTube, 2012
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Huge increase in video views over 2012
Good practice Create sharable
content Create content
regularly Use playlists to
frame content
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FTSE100 companies continue to adopt this channel
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4.6m connections with FTSE100 companies
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It’s about social search: closely tied to search and integrated with other Google services
Features include hangouts, audience segmentation and ability to segment, separate community pages
Watch out for ... Author rank (Google looking to prioritise content by verified writers with authority in certain topics)
Only 10 active accounts
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Example: ARM Holdings
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Three reasons why social media became important in 2012
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Reason 01
FTSE100 companies are becoming more sophisticated in the use of multiple channels
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68% adoption of social media accounts by FTSE companies
Up from 46% in 2011 Four sectors now are over 80%
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21 pages are integrated (out of 97)
22 pages are integrated (out of 70)
17 pages are integrated (out of 53)
22 channels are integrated (out of 76)
17 blogs are integrated (out of 24)
Linking with rest of social media
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86 pages link (out of 97)
65 accounts link (out of 81)
58 pages link (out of 70)
40 pages linked (out of 53)
56 accounts link (out of 76)
Linking with corporate site
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Channel linking: ARM Holdings
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58 companies posting a range of media (accounts hold 99% of followers)
Using content across channels
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Mix of media on Twitter: Johnson Matthey
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75 accounts are customised 31 are highly customised
52 pages use vanity URLs 40 pages use apps, plugins or embedded video
FTSE100 companies are investing in channel customisation
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Customisation: Burberry Group
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Facebook apps: Shell
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Facebook apps: Standard Chartered
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Share your images
Platform for promoting your content – but not a replacement for the corporate site
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Collect and categorise images – yours and those of others
Obvious for consumer brands
Experian has boards (collections of pins) promoting blog posts, white papers, employee testimonials, videos, interviews and industry trends
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Share presentations and documents
Follow other people/companies
Others can embed your presentations
Promote your content – but doesn’t replace corporate site
Pro accounts: customisation, analytics, no ads, upload large videos, scheduling
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Other channels on the horizon?
Storify Tumblr
Vine
Instagram Stocktwits
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Reason 02
FTSE100 companies increasingly see social media as a way to engage with stakeholders
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51 active accounts had 99% of likes
62 active accounts held 95% of FTSE100 followers
71 active accounts with 99% of FTSE100 followers
68 active accounts attracted 99% of views
Active accounts attract the majority of FTSE100 connections
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21 are open to comments (12 in 2011) 10 respond to comments (7 in 2011)
30 reply to wall posts (17 in 2011)
44 reply to direct queries (31 in 2011) 65 use #hashtags (48 in 2011)
65 have comments enabled (46 in 2011)
Growing realisation of the need to interact with stakeholders
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High engagement: Standard Life
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High engagement: J Sainsbury
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53 have more than one LinkedIn page
49 have more than one Facebook page
32 have more than one Twitter account
28 companies have more than one corporate YouTube account
7 have more than one Google+ page
Companies are creating multiple accounts for distinct stakeholder groups
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Multiple accounts: IHG
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Targeted accounts: Schroders
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61 companies use playlists and hold 97% of views (33 in 2011)
16 blogs either use a wide variety of bloggers or the CEO
More companies are curating and customising content for different stakeholders
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YouTube playlists: SABMiller
Playlists cover videos from executive interviews and financial results to sustainable development
Videos also hosted and categorised on corporate site
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Variety of bloggers: ARM Holdings
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Key corporate connections
Investors 52% read blogs 24% made investment decision
after reading blog 30% use Twitter
The media 84% use SM for sourcing 28% of UK journalists say they
can’t work without SM Twitter most popular (80%)
CR audiences Not homogenous – consumers,
investors, communities, campaigners
Use SM to react, share, question, learn and campaign
Potential employees 32% of professionals use G+,
Facebook, Twitter or LinkedIn for work every day
High users are high flyers: 86% promoted recently
2012 Brunswick Investor Use of Digital and Social Media Survey; 2012 Cision Social Journalism; How social technologies drive business success (Google/Millard Brown); A vision for the future of recruitment (ERE)
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Banking: rank relative to the index average
1
27
14
32
19 16
Blog Facebook Google+ LinkedIn Twitter YouTube
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Technology, Media and Telecoms: rank relative to the index average
8 6
17 15
24
8
Blog Facebook Google+ LinkedIn Twitter YouTube
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Reason 03
Social media attracts attention during a corporate crisis
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Banking crises over 2012: no secret
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Growth in interest in banking sector versus average (2011 to 2012)
Banking in spotlight for 2012
478%
558%
743%
Facebook likes Twitter Followers Video Views
Average % growth Banking % growth
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Banking in spotlight for 2012 Peaks in interest on Twitter
monitor.wildfireapp.com (daily growth in followers on Twitter, 2012)
STAN, 6 AUG Illegal money laundering
RBS, 21 JUN Computer glitch
HSBC, 18 OCT DoS attack
BARC, 28 JUL Libor scandal
STAN, 7 May Liverpool FC shirts
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Multi-channel crisis comms: Tesco
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FTSE100 companies are becoming more sophisticated in the use of multiple channels
FTSE100 companies increasingly see social media as a way to engage with stakeholders
Social media attracts attention during a corporate crisis
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Back in 5 minutes...
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Questions to ask in 2013?
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Your questions
What stakeholder groups use these channels most?
What’s your view on Google+ as a corp comms tool
Can we see examples of how companies use channels well?
Do Investors use Twitter in their decision making?
What medium is best to use –Facebook / Twitter / LinkedIn?
Best to have an IR only account or corporate communications?
Responsive or broadcast only?
What do LinkedIn or Google+ offer me?
What type of content suits each channel?
What is recommended number of tweets per week?
How should SM channels be used and why?
Who is accessing social media content and how?
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Our questions
Why are you using social media?
What kind of experience do you want them to have?
Who do you want to connect with?
What specific things do you want to achieve?
How does all of this fit within your overall communications strategy?
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how you say it
Media Channels Language(s) Tone of voice Visual identity
what you say
Marketing IR CSR PR Recruitment Lobbying Internal
Corporate reputation and social media
what others say
Customers Employees Communities NGOs Analysts Investors Suppliers Job-seekers
you
Company Sector Brand Heritage Products Services Markets Relationships
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how you say it
Media Channels Language(s) Tone of voice Visual identity
what you say
Marketing IR CSR PR Recruitment Lobbying Internal
Corporate reputation and social media
what others say
Customers Employees Communities NGOs Analysts Investors Suppliers Job-seekers
how you say it what you say you
Company Sector Brand Heritage Products Services Markets Relationships
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Content is king (again)
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What are you trying to communicate?
React to events
What’s happening?
Issues to watch
Where are we vulnerable?
Issues to own
What do we want to be famous for?
Core company brand What do we mean?
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What are your timeframes?
Strategic time 5 years
Reporting cycle 1 year
Results cycle Quarterly
News cycle Daily – Weekly – Monthly
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Thank you…
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Our next breakfast is late March:
The FTSE100 online audience index
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Sector overview
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1. How can I cut through the noise in my sector?
2. Which channels are right for businesses in my sector?
3. Which channels are being underutilised in my sector?
Some questions
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1. Banking 2. Basic Materials 3. Consumer Goods 4. Industrials 5. Insurance 6. Retail 7. Technology, Media and
Telecommunications
Sector review
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Banking: rank relative to the index average
1
27
14
32
19 16
Blog Facebook Google+ LinkedIn Twitter YouTube
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Basic Materials: rank relative to the index average
-3
-14 -14
-10
-20
-15
Blog Facebook Google+ LinkedIn Twitter YouTube
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Consumer Goods: rank relative to the index average
1
-5 -6
-1 -1 -3
Blog Facebook Google+ LinkedIn Twitter YouTube
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Industrials: rank relative to the index average
-3
-11
-5
-10
-20
-16
Blog Facebook Google+ LinkedIn Twitter YouTube
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Insurance: rank relative to the index average
-2
6
-4 -6
-9
5
Blog Facebook Google+ LinkedIn Twitter YouTube
![Page 85: FTSE100 Social Media Index 2013](https://reader033.vdocuments.mx/reader033/viewer/2022051817/547a17eb5806b55d048b47a4/html5/thumbnails/85.jpg)
Retail: rank relative to the index average
0
31
24
3
31 29
Blog Facebook Google+ LinkedIn Twitter YouTube
![Page 86: FTSE100 Social Media Index 2013](https://reader033.vdocuments.mx/reader033/viewer/2022051817/547a17eb5806b55d048b47a4/html5/thumbnails/86.jpg)
Technology, Media and Telecoms: rank relative to the index average
8 6
17 15
24
8
Blog Facebook Google+ LinkedIn Twitter YouTube
![Page 87: FTSE100 Social Media Index 2013](https://reader033.vdocuments.mx/reader033/viewer/2022051817/547a17eb5806b55d048b47a4/html5/thumbnails/87.jpg)
Channel adoption by sector
0%
20%
40%
60%
80%
100%
Dec-11 Dec-12
![Page 88: FTSE100 Social Media Index 2013](https://reader033.vdocuments.mx/reader033/viewer/2022051817/547a17eb5806b55d048b47a4/html5/thumbnails/88.jpg)
Some more examples
![Page 89: FTSE100 Social Media Index 2013](https://reader033.vdocuments.mx/reader033/viewer/2022051817/547a17eb5806b55d048b47a4/html5/thumbnails/89.jpg)
Example: Reckitt Benckiser
Careers focused blog
Linked to from corporate site
Highlights voices from around the business (‘someone like me’) – and guest bloggers
Blogger profiles, including translation options
Social media integration
Vote and share functionality
Integration with careers content: polls, game, video, job opportunities
![Page 90: FTSE100 Social Media Index 2013](https://reader033.vdocuments.mx/reader033/viewer/2022051817/547a17eb5806b55d048b47a4/html5/thumbnails/90.jpg)
Example: Unilever
Plays to channel strengths: what’s it like to work at Unilever?
Regularly updated
Goes beyond job listings – a multifaceted picture of the company
Social media integration – and a link to Glass Door
![Page 91: FTSE100 Social Media Index 2013](https://reader033.vdocuments.mx/reader033/viewer/2022051817/547a17eb5806b55d048b47a4/html5/thumbnails/91.jpg)
Not just about broadcast: BT and Compass
Shouldn’t just be about broadcast. Use Twitter (and associated monitoring tools) to follow and listen too
![Page 92: FTSE100 Social Media Index 2013](https://reader033.vdocuments.mx/reader033/viewer/2022051817/547a17eb5806b55d048b47a4/html5/thumbnails/92.jpg)
Thank you…